Outage in Kustomer
Chat - Messages Failing & Assistant Issues - Prod-1
Resolved MinorIncident Report
Summary AI Generated
Kustomer experienced a chat service incident on Prod-1 that caused messages to fail and chat assistants to not follow their configured flows. The issue affected the Chat channel component for approximately 1 hour before the team implemented a fix and monitored the resolution. All affected areas were fully restored after careful monitoring confirmed the update successfully resolved the problem.
Kustomer is aware of an event affecting Chats that may cause messages to fail and assistants to not follow the configured flow.
Our team is currently working to identify the cause of this issue in an effort to implement a resolution. Please expect additional updates within the next 30 minutes, please reach out to Kustomer Support for any further questions or updates.
Components affected
Kustomer Channel - ChatTrusted by 1,000+ teams
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Latest Updates ( sorted recent to last )
RESOLVED
7 days ago - at 05/14/2026 05:23PM
Kustomer has resolved an event affecting Chat on Prod 1 that caused messages to fail and assistants to not follow the configured flow.
After careful monitoring, our team has determined that all affected areas are now fully restored. Please reach out to Kustomer support if you have additional questions or concerns.
MONITORING
7 days ago - at 05/14/2026 04:48PM
Kustomer has implemented an update to address an event affecting Chats on Prod 1 that caused messages to fail and assistants to not follow the configured flow.
Our team is currently monitoring this update to ensure the issue is fully resolved. Please expect further updates within the next 30 minutes, and reach out to Kustomer support if you have additional questions or concerns.
INVESTIGATING
7 days ago - at 05/14/2026 04:24PM
Kustomer is aware of an event affecting Chats that may cause messages to fail and assistants to not follow the configured flow.
Our team is currently working to identify the cause of this issue in an effort to implement a resolution. Please expect additional updates within the next 30 minutes, please reach out to Kustomer Support for any further questions or updates.
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[DRAFTS] Internal API Errors (Prod1) - 27 days ago
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[AIC/AIR] AIC/AIR May Not Respond - Prod 1 - 2 months ago
[Voice] [Trouble accepting Inbound Calls] [PROD 1] - 3 months ago
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